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Form of workThe OHSU Library is the largest health sciences library in Oregon. We serve the faculty, staff, and students of OHSU, as well as health professionals and residents of the State of Oregon. Our mission is to advance the effective, efficient, and ethical use of information in support of education, research, and healthcare.
The Library Technology Support Analyst provides highly effective, proactive, user-centered support for all Library and OHSU systems, hardware, software, staff, and internal and external users. This position serves as a front-line responder to a broad range of technical issues, works with users in Library service points and spaces to meet their information and technical needs, and provides day-to-day operational and technical support for functions managed by Library staff. The Library Technology Support Analyst must have a commitment to fostering an inclusive and equitable working and educational environment that values diverse experiences and perspectives.
This position contributes to the OHSU and Library mission, vision, and values by working effectively and collaboratively with diverse student, faculty, staff, and public populations. This position requires excellent customer service skills, a high level of comfort with technology, and the ability to effectively communicate complex technical issues to non-technical people and to collaborate with technical experts outside of the Library.
Responsibilities include:
- User support
- Provides advanced support for Library-specific and OHSU core systems and software.
- Acts as a primary point of contact for technical issues.
- Works directly with internal and external Library users to resolve complex network and account access issues and helps users access and effectively use Library technology and electronic resources.
- Uses complex library subsystems to provide technical and administrative support for library operations.
- Library services support
- Works with other Library Technician Coordinators and the Access Services Manager to provide user access to the Library and its collections and supports the day-to-day operations of the Library.
- Cross-trains to provide backup support for departmental services, such as interlibrary loan, document delivery, and fulfillment of resource sharing requests from consortium partners including the Orbis Cascade Alliance.
- Manages the Library’s equipment collection and assists with planning, purchasing, upgrading, or decommissioning items.
- Participates in Library committees, working groups, or task forces; oversees and/or conducts special projects as assigned by the Access Services Manager, the Director of Library Operations, or the University Librarian.
Support analysis and maintenance
- Works with hardware and software vendors to gather information and evaluate technical specifications for new computer applications and systems and helps evaluate vendor response.
- Writes proposals for consideration or justification of new acquisitions for the Library’s equipment collection or for use by Library staff or users; compiles and analyzes equipment and web usage statistics and works with Library leadership to identify ways to assess and measure our technology services.
- Installs and tests new hardware and software for integrity and usability; analyzes routine and special project application requirements and recommends optimal hardware/software solutions. Performs appropriate regular maintenance for the Library’s public computer stations, printers, and scanners.
- Serves as a Drupal editor for the Library’s website and makes changes or updates as needed.
- Stays current with changes in technology through self-directed and formal professional development and seeks innovative technical solutions to operational problems.
- Documentation and Training
- Documents Library systems, departmental procedures, user-facing instructions, and vendor information, working closely with the Senior Systems Applications Analysts as needed. Develops and provides training and creates tutorials for staff and users.
- Provides written recaps of the monthly ITC meetings customized for an internal Library audience.
- Tracks and manages an inventory of the Library’s public and staff computers, printers, toner cartridges, scanners, and software licenses, including warranty replacement schedules; maintains a current list of locations for all technology.
Education:
- Associate’s degree plus two years computer support or IT experience, OR
- Bachelor’s degree in Computer Science or related field, OR
- An equivalent combination of training and/or experience.
Experience:
- Two years of computer support or experience in an IT environment, OR
- An equivalent combination of training and experience in customer service, technology or help desk support.
Job Related Knowledge, Skills and Abilities (Competencies):
- Demonstrated ability to use initiative and independent judgment in applying policies, procedures, and standards to work process.
- Strong customer service skills and the ability to work collaboratively and effectively with diverse library staff and users.
- Excellent communication skills and the ability to effectively assist non-technical people with technical problems.
- Intermediate to advanced skills with Microsoft applications (especially SharePoint).
- Familiarity with supporting and troubleshooting both Windows and macOS environments.
- Comfort with technical troubleshooting and problem solving.
- Ability to adapt and adjust quickly to meet immediate needs.
Education:
- Bachelor’s degree strongly preferred.
Experience:
- Experience working in OHSU’s ITG department or related group, or experience working with OHSU’s IT infrastructure in a technical capacity.
- At least one year of lead or supervisory experience.
- Experience working in an academic or public library and/or experience with an integrated library system.
- Experience with project coordination.
Job Related Knowledge, Skills and Abilities (Competencies):
- Demonstrated commitment to or experience in applying diversity, equity, and inclusion principles and practices.
- Experience working with Alma/Primo.
- Experience with academic library collections and metadata conventions.
- Experience with reimaging computers.
- Proficiency with data export and analytics.
- Experience with AV equipment and systems (such as Echo360, Webex).
This position is required to work onsite. It is based in the BICC building on Marquam Hill and requires the ability to travel between BICC and the RLSB on the South Waterfront, sometimes while transporting technical equipment.
Hours for this position are 9:00 am to 5:30 pm, Monday through Friday. Occasional work may be required outside of these hours.
Oregon Health & Science University values a diverse and culturally competent workforce. We are proud of our commitment to being an equal opportunity, affirmative action organization that does not discriminate against applicants on the basis of any protected class status, including disability status and protected veteran status. Individuals with diverse backgrounds and those who promote diversity and a culture of inclusion are encouraged to apply. To request reasonable accommodation contact the Affirmative Action and Equal Opportunity Department at 503-494-5148 or aaeo@ohsu.edu.
